Implementation Consultant

Implementation Consultant

Department: Implementation

Employment Type: Full Time

Location: Remote, UK

Reporting To: Georgina Burton

Compensation: £40,000 - £45,000 / year

Description At Aptem we're passionate about creating solutions that enable our customers to deliver world-class training offerings that support their learners in developing in their chosen careers. Demand for our end-to-end SaaS solutions are ever-increasing and we are continuing to expand rapidly as a business. If you're interested in joining a talented, committed and driven team that is leading the charge in this fast-growing space, then you should apply!

We are looking for someone with an in-depth understanding of the regulatory and statutory requirements relating to public sector funding within the vocational training sector, who wants to support training providers as they introduce transformational technology.

This is an exciting opportunity to play a critical role supporting the growth of our business. We are incredibly busy in our implementation team and we are looking for a self-starting individual who enjoys a challenge and is motivated by delivering an excellent customer experience. Your role is to make the implementation process as straightforward as possible for our customers. This includes helping customers understand what Aptem will and will not do for them and making recommendations on how Aptem can therefore be best used within their particular organisation. This is why it is essential that you already have a strong understanding of how apprenticeships, traineeships, study programme and other funded training are delivered. You will challenge our customers to think differently and coach them through managing the inevitable change that comes with introducing a new technology system.

Many of our team work remotely but we have a London office in Camden which we use on a regular basis. Most of our implementation team are permanently remote and split the majority of their time between working from home and working at customer sites. We are happy to be flexible in terms of where in the country you prefer to be based, although would strongly prefer a candidate within a few hours commute from London so that travelling to our occasional team meetings / company events is manageable in a day's round-trip.
Key Responsibilities
What is most important in this role?

• Making the implementation process as straightforward as possible for the customer.
• Ensuring customers understand what Aptem will and won't do for them.
• Aligning implementations with customer goals while adhering to industry regulations and best practices.
• Managing project scope and change requests effectively.
• Meeting the timescales agreed in the project plan.
• Recognising when there are issues, assessing risks, and escalating as needed.
• Transitioning customers to Customer Success in good shape for long-term Aptem usage.

Main responsibilities

Project planning

• Obtain full handover and all relevant information from the sales team.
• Define and clarify project scope, ensuring alignment with customer needs and Aptem's capabilities.
• Develop the project plan and track key milestones, using data-driven decision-making to assess progress.
• Secure required resources to deliver the project, including technical implementation consultants and TSE time.

Project management / coordination

• Establish clear operating expectations from the outset, ensuring alignment with customer goals and industry regulations.
• Communicate effectively across various channels, adapting style to stakeholders at all levels.
• Agree on ways of working, including Aptem team roles (IC, Support, Customer Success), meeting structure, and escalation process.
• Own all project meetings, setting clear expectations, leading discussions, and documenting key outcomes.
• Ensure all involved parties understand their roles and responsibilities in project execution.
• Maintain an accurate implementation project RAG status in Planhat and track project risks.
• Ensure all project tasks are completed and updated in the project plan within agreed deadlines.
• Manage scope creep throughout the project, ensuring additional scope is documented and aligned with change management processes.
• Own all implementation-related development and change requests, ensuring alignment with business needs and feasibility.
• Coordinate customer training, ensuring sessions are scheduled, recorded, and supported with structured online learning materials.
• Facilitate smooth transitions and post-go-live support through effective knowledge transfer to Customer Success.

Project finances

• Ensure all team expenses (training hours, travel, subsistence) to be recharged to the customer are provided to the Aptem Finance Team for billing within 14 days of the expense being incurred.

Other responsibilities

• Ensure projects are delivered in line with Aptem's standard processes, best practices, and industry compliance requirements.
• Work with the Head of Implementation to implement corrective actions when projects are off track.
• Contribute to continuous improvement initiatives, sharing knowledge and refining implementation methodologies.
• Participate in sales cycles where required, providing in-depth product demos and insights on standard implementation approaches.
• Complete and submit weekly timesheets in Salesforce.

Skills Knowledge and Expertise Key skills and technical knowledge

• Detailed understanding of the Aptem platform, including system functionality and configuration.
• Proficiency in Planhat, SharePoint, Zendesk, and Confluence for project management and reporting.
• Intermediate Microsoft Excel skills (e.g., pivot tables, VLOOKUP, basic data analysis, charts).
• Strong working knowledge of Office 365 applications (Outlook, SharePoint, Word, PowerPoint, Teams).
• In-depth knowledge of industry regulations and funding compliance requirements (Ofsted, ESFA/Skills England).
• Experience with ILR data management to ensure compliance with funding rules.

Key competencies

Communication

• Leads customer meetings with confidence, ensuring clear expectations and documentation of discussions.
• Delivers difficult messages professionally and tactfully.
• Manages stakeholder expectations effectively, adapting communication style based on the audience.
• Builds trust with customers and internal teams through transparency and reliability.

Project and Change Management

• Plans, executes, and coordinates projects independently.
• Implements change control processes effectively.
• Identifies project risks, assesses their impact, and develops mitigation strategies.

Customer Engagement & Leadership

• Engages customers proactively, balancing autonomy with adherence to best practices.
• Leads implementation project teams, fostering collaboration and accountability.
• Maintains strong relationships with internal and external stakeholders while ensuring smooth project transitions.

Negotiation & Conflict Resolution

• Proactively identifies and resolves conflicts by proposing practical solutions.
• Balances customer and team needs while negotiating timelines and resources.
• Handles challenging situations with professionalism and diplomacy.

Analytical Thinking & Data-Driven Decision Making

• Analyses data to identify trends, risks, and opportunities in projects.
• Uses insights to tailor implementations to customer needs.
• Communicates data findings clearly to inform decisions.

Professionalism & Continuous Improvement

• Takes full ownership of project outcomes, driving tasks to successful completion.
• Manages changes effectively while maintaining composure under pressure.
• Contributes to refining implementation and project management practices.
• Actively shares knowledge and best practices with the team to enhance efficiency and learning.

Benefits

• 27 days holiday (excl. bank holidays), plus 1 additional day off on your birthday
• Option to take up to 1 day of paid volunteering leave every year.
• Half a day off at the end of the working week during July and August.
• Option to purchase up to 5 days of additional leave.
• Company pension scheme.
• Life insurance.
• Private health insurance with Aviva.
• Discounted gym membership.
• Retail and other discounts.
• Employee Assistance Programme.
• Learning and development budget.
• Regular paid social events throughout the year.